SITXHRM009 Lead and manage people

STUDENT NAME*

STUDENT ID*

Assessment Start Date*

Student Email*

Location*

Brisbane CampusSydney Campus

Introduction

The assessment tasks for SITXHRM009 Lead and manage people are outlined in the assessment plan below. These tasks have been designed to help you demonstrate the skills and knowledge that you have learnt during your course.

Please ensure that you read the instructions provided with these tasks carefully. You should also follow the advice provided in the Gamma Education & Training Student User Guide. The Student User Guide provides important information for you relating to completing assessment successfully.

Assessment for this unit

SITXHRM009 Lead and manage people describes the performance outcomes, skills and knowledge required to lead and manage people including in teams and support and encourage their commitment to the organisation. It requires the ability to lead by example and manage performance through effective leadership. For you to be assessed as competent, you must successfully complete three assessment tasks:

Please refer to your Learner Portal for feedback on your Assessment Tasks

Assessment Plan:

Knowledge questions: You must correctly answer all questions.
Scenario:
- Complete Tasks A, B, C, D, E and F.
- Read Scenario Background Information.
- Read the scenario and answer the questions based on this scenario.
Role play: You will be observed in a role play and are then required to answer some questions

Student assessment agreement

Make sure you read through the assessments in this booklet before you fill out and sign the agreement below.

If there is anything that you are unsure of, consult your assessor prior to signing this agreement.

Have you read the assessment requirements for this unit?*

YesNo

Do you understand the requirements of the assessments for this unit?*

YesNo

Do you agree to the way in which you are being assessed*

YesNo

Do you have any specific needs that should be considered*

YesNo

If so, explain these in the space below.

Do you understand your rights to reassessment?*

YesNo

Do you understand your right to appeal the decisions made in an assessment?*

YesNo

Assessment Task 1 Instructions:

Provide answers to all of the questions below:

Q1: Give three examples of positive behaviour a manager can role model to staff.*

Q2: Do you think leading and managing are the same thing? Explain.*

Q3: Outline four qualities or traits of an effective leader.*

Q4: What are "norms"?*

Q5: Discuss the manager's role in promoting healthy norms.*

Q6: Success in management is often measured in terms of efficiency and effectiveness. Explain the terms "efficiency' and 'effectiveness'.*

Q7: Management functions can be categorised as planning, organising, leading, staffing and controlling (monitoring). Define the staffing function, giving some examples to explain your answer.*

Q8: Define the function of controlling or monitoring and provide some examples to explain your answer.*

Q9: What advice would you offer to someone who wanted to improve their leadership ability?*

Q10: Define the laissez faire' leadership style.*

Q11: Describe a situation where the laissez faire style is effective to use.*

Q12: What is participative leadership?*

Q13: Describe a situation where a directive style of leadership would be appropriate to use.*

Q14: Explain why the manager should involve team members in the goal-setting process*

Q15: Define the term "empowerment'.*

Q16: Why is it important to make plans? Explain.*

Q17: What is a mission statement?*

Q18: List four different types of plans.*

Q19: What are stakeholders? Give five examples to help explain your answer.*

Q20: Why is it important for an organisation to consider the needs of stakeholders and communicate effectively with them?*

Q21: To be effective, goals need to be SMART. What does this stand for?*

Q22: What are KPIs? Explain.*

Q23: A team will need to access a wide range of operational workplace information to help meet organisational goals. Give four examples of operational information your team requires.*

Q24: List five things you can do to model and encourage open and supportive communication.*

Q25: Explain the difference between a group and a team?*

Q26: Discuss how you could encourage innovative work practices in your team.*

Q27: Why should a team have some diversity in team members?*

Q28: What is groupthink?*

Q29: How can a manager prevent groupthink?*

Q30: For feedback to be effective, it should be specific, timely and constructive. Explain each of these concepts

Specific*

Timely*

Constructive*

Q31: List five barriers to effective communication.*

Q32: Discuss how KPIs can be used to monitor and assess your team's performance and progress towards the achievement of goals.*

Q33: Explain the benefits that can be gained by delegating tasks to employees.*

Q34: Explain what should be included in a delegation plan.*

Q35: List five common barriers to delegation.*

Q36: Explain five ways you can overcome barriers to delegation.*

Q37: Explain the difference between a workplace mentor and coach.*

Q38: If motivation is an internal drive, can a manager really motivate an employee? Discuss.*

Q39: Apply Maslow's hierarchy of needs to the work environment by providing two examples of how the organisation can meet needs at each level of the hierarchy.

Physiological*

Safety*

Social*

Esteem*

Self-actualisation*

Q40: The perception of fairness is important to job satisfaction, commitment and trust. How do leaders develop a sense of fairness and equity? List four ways.*

Q41: Do you think money is an effective motivator? Explain your answer.*

Q42: Explain one principle of job design that could be applied to make routine, practical work more rewarding.*

Q43: Rewards can be extrinsic and intrinsic. Explain these terms.

Extrinsic rewards*

Intrinsic or internal rewards*

Q44: What are four examples of extrinsic rewards that an organisation could provide employees?*

Q45: Explain how goals are important to motivation by using the goal setting theory.*

Q46: A common approach to coaching involves using the demonstration method. List and explain the steps involved in the demonstration method.*

Assessment Task 1 Cover Sheet
Student declaration

To be filled out and submitted with assessment responses*

I declare that this task is all my own work and I have not cheated or plagiarised the work or colluded with any other student(s).I understand that if I am found to have plagiarised, cheated or colluded, action will be taken against me according to the process explained to me.I have correctly referenced all resources and reference texts throughout these assessment tasks.

Assessment Task 2: Scenario
Required
• Access to textbooks and other learning materials
• Scenario background information (Appendix)
• Coaching session plan (Assessment task 2E)
Timing
Your assessor will advise you of the due date of these submissions.

Submit
• All completed assessment tasks

Assessment Task 2A: Model appropriate behaviours.
Instructions

• Go to Scenario Background Information - APPENDIX
• Read the information.
• Answer these questions based on the information provided.

Q1: List six behaviours that you display as manager of Warblers Café and Convention Centre, to be a role model for your team.*

Q2: As manager, how can you show your support for the goals of Warblers Café and Convention Centre?*

Q3: List four ways you can show your professionalism in your interactions with team members.*

Assessment Task 2B: Develop teams
Instructions
It is the beginning of the year and you are required to develop goals with your team. The executive management team would like you to come up with three team goals. These goals are to be basedon the organisational goals.

You decide to focus on the café and its staff first. The café staff include the following full-time employees.

• Jemma – Cafe supervisor
• Lisa – Front counter server
• Travis – Front counter server
• Meg – Chef
• David – Sous chef
• Sasha – Sandwich hand
• Kat – Front counter server
• John – Sous chef
• Answer these questions based on the information provided.

Q1: What are the long-term goals for Warblers Café and Convention Centre?*

Q2: What process would you follow to determine the team goals for the café?*

Q3: List three appropriate team goals?*

Q4: List three appropriate goals for Jemma, the café supervisor:*

Assessment Task 2C: Manage team performance:

Instructions

You have decided that you would like to run a promotion with a lunch and coffee deal for $9 to try and get more people into the café between 11 am and 3 pm. Ideally you would like to see a 20% rise in patronage at this time, while still maintaining high customer satisfaction levels. You need to work out the following details.

• Menu items included in the deal
• Timeframes for the deal and when it will begin
• Conditions
• How it will be promoted
• Promotional materials
• Answer these questions based on the information provided.

Q1: What responsibilities do you allocate to each team member? You can allocate more than one team member for each task.

Lisa – Front counter server *

Travis – Front counter server *

Meg – Chef*

David – Sous chef *

Sasha – Sandwich hand*

Kat – Front counter server*

John – Sous chef*

Q2: What methods of communication do you use to communicate the promotion and allocation of job roles to your team members?*

Q3: What actions do you take to encourage your team to take responsibility for the role you have allocated to them?*

Q4: List three ways you can encourage innovation in your team.*

Q5: How do you encourage team innovation for the $9 lunch promotion task?*

Q6: List three barriers to delegation.*

Assessment Task 2C: Manage team performance:

Instructions

You have decided that you would like to run a promotion with a lunch and coffee deal for $9 to try and get more people into the café between 11 am and 3 pm. Ideally you would like to see a 20% rise in patronage at this time, while still maintaining high customer satisfaction levels. You need to work out the following details.

• Menu items included in the deal
• Timeframes for the deal and when it will begin
• Conditions
• How it will be promoted
• Promotional materials
• Answer these questions based on the information provided.

Q1: What responsibilities do you allocate to each team member? You can allocate more than one team member for each task.

Q7: After you have delegated the tasks for the lunch promotion, Kat the front counter server approaches you and says that she doesn’t feel comfortable doing the task you allocated as she feels that it is your job as manager to complete the task.

She says, ‘I don’t get paid as much as you, so why should I do it?’ How do you respond to this?

Q8: After you have delegated tasks, you are told by the team working on promoting the campaign that they have not been allocated enough funds for the task they have been given.

They require more funding to print flyers and for a large sign that will be placed on the major road in front of the café.

You were only given a limited amount of money for promotion by head office. What is your response to this? What action would you take?

Q9: What do you say to the executive management team in order to highlight your team’s concerns and offer suggestions to assist your team?

Q10: After your meeting with the executive management team, you are given more funds for your team’s promotional activities, but only enough for the street-facing signage – not for the flyers.*

Q11: What other free forms of advertising can you recommend your team use instead of flyers? Suggest two*

Q12: What will the café's KPIs be for the $9 lunch promotion? Suggest three*

Q13: How do you monitor team performance for this task? Suggest two ways*

Q14: How will you get feedback from team members about how the promotion is going?*

Assessment Task 2D: Monitor team performance:

Instructions

It has been three weeks since the $9 lunch and coffee promotion has been running. It has been an overwhelming success with patronage up by 40%!

Jemma, the café supervisor, has come to you and complained that the chefs in the kitchen are getting snappy and angry when she and the other team members ask them when orders will be ready.

The front counter and server team are trying to meet the goal of making their service quicker, but the chefs are not being compliant, and customers are left waiting for their food! The chefs are refusing to communicate effectively with the rest of the team.

Answer these questions based on the information provided.

Q1: You call a meeting with the team to sort this out. What do you say in this meeting?*

Q2: How do you encourage open and supportive communication?*

Q3: What could you do to solve this problem?*

Use this information to answer Q4.

You have been observing the café team during the busy periods and have made notes on their performance. This is what you observed.

Jemma – Cafe supervisor
- Was working well with customers and kitchen staff.
- Communicating with team members well, but at times was rude to Kat as she didn’t complete tasks as quickly as she would like them.
Lisa – Front counter server
- Was working well with customers, kitchen staff and servers.
Travis – Front counter server
- Was working well with customers, kitchen staff and servers.
- Was a little slow to go to the front counter and was chatting to other servers while customers were waiting.
Meg – Chef
- Excellent time management.
- Excellent communication with kitchen team and servers.
David – Sous chef
- Excellent time management.
- Excellent communication with kitchen team and servers.
- A little sloppy with the presentation of the meals.
Sasha – Sandwich hand Excellent time management.
- Excellent communication with kitchen team and servers.
- A little sloppy with the presentation of the meals.
Kat – Front counter server Excellent customer service.
- Was not as quick as the other servers. Spoke in a disrespectful manner to Jemma.
John – Sous chef
- A little slow to respond to chef’s orders and suggestions.
- Excellent presentation of the meals.

Q4: What opportunities do you provide to each team member to improve their performance, after you observed them?

Jemma*

Lisa*

Travis*

Meg*

David*

Sasha*

Kat*

John*

Assessment Task 2E: Coaching and mentoring:

Instructions

You decide to run a coaching session for Lisa, the front counter server, so that she can improve her efficiency.

You would like to teach her how she can multi-task when completing the following tasks.

Working the counter
Using the register
Serving customers
Bringing meals and beverages to the table

You create a coaching session plan.

Use the template below and complete the information.
Complete the multi-tasking coaching session for Lisa.
Use the information provided in the Scenario Background information and your workplace knowledge.
Save and submit your template to your assessor when completed.

Assessment Task 2E: Coaching session plan
Defining the current state

What questions will you ask the employee to help them understand the current state of their performance?*

Outline the benefit and impact of change

What questions will you ask the employee to help them understand the benefit of changing their approach?*

Coaching session steps

What are the topics you will include in the coaching session? What are the steps for each one?*

Additional coaching session

• Is there another coaching session required? • Set date and time. • List which topics will need to be revisited.*

Revisit and reinforce

How will you monitor the employee's progress?*

Assessment Task 2F: Reward team:

Instructions

Answer these questions based on the information provided.

Q1: How do you motivate your team so that they achieve their KPIs and team goals, especially for the $9 lunch promotion task?*

Q2: It has been two months since the launch of the $9 lunch promotion at Warblers Café. You are reviewing the customer numbers, total sales and customer feedback and the promotion has been an overwhelming success. The following goals have been met.

• Increase customer sales and intake by 20%. (This is up to 40%.)

• Increase efficiency in service. (Feedback from customer surveys has averaged 4.5 out of 5 stars.)

• Decrease customer wait times. (Customers surveyed said they waited less than one minute to be served and 15 minutes for meals.)

Jemma in particular has done an amazing job of overcoming all conflicts and issues with team members to create a cohesive team that works well together.

You are extremely pleased with the team at Warblers Café.

How will you acknowledge Jemma’s individual good performance to the whole team?*

Q3: What other forms of rewards and recognition will you provide to the team for meeting their KPIs? Suggest four.*

Assessment Task 2 Cover Sheet
Student declaration

To be filled out and submitted with assessment responses*

I declare that this task is all my own work and I have not cheated or plagiarised the work or colluded with any other student(s).I understand that if I am found to have plagiarised, cheated or colluded, action will be taken against me according to the process explained to me.I have correctly referenced all resources and reference texts throughout these assessment tasks.

Assessment Task 3: Role play and Question and Answer

Task summary

This assessment requires you to undertake a role-play to demonstrate your ability to interact and communicate with customers and colleagues from different cultural and social groups in a nondiscriminatory way. They also require you to overcome language barriers and address misunderstandings or issues.

You are required to do the following.

Role-play is to be conducted in an actual or simulated workplace environment.
All participants must be briefed on their roles and the desired outcomes of the role-play prior to commencing the activity.
Role-plays can be recorded for further analysis and discussion with the consent of all participants.
Complete the role-play.
Answer all the questions.

Required

The following resources are required to complete the role-play.
Assessment Task 2E Coaching session plan.
Simulated training environment

Timing

Your assessor will advise you of the due date of these submissions.

Submit

• You will be observed in a role play and then answer some questions

Assessment Task 3A: Role play:

Instructions

Learner instructions

You are running a coaching session for Lisa, the front counter server at Warblers Café. You identified that she required coaching in multi-tasking as her efficiency needs to improve, especially in the busy period from 11 am to 3 pm, when you have a $9 lunch deal.

You decide to run the coaching session for Lisa so that she can improve her efficiency.

You would like to teach her how she can multi-task when completing the following tasks.

Working the counter
Using the register
Serving customers
Bringing meals and beverages to the table
Use the Assessment Task 2E Coaching session plan.
Complete this task in a simulated café environment
Organise all props and materials before the coaching session so that they are ready to use, for example, dishes, register, order slips, utensils, etc.
Your assessor will play the role of Lisa and follow all your instructions.
Run the coaching session on multi-tasking for Lisa.
This session should run for 15 to 30 minutes.
Complete all the steps on your completed Coaching session plan.
Conduct the role-play.

Role-play assessor instructions

You can perform the role-play with the learner or ask other individuals to undertake participant roles.
The role-play needs to be practised in a café environment (simulated or in a workplace).
Provide copies of participant role-play instructions to all participants.
Discuss each participant’s role and the desired outcomes of the activity.
Conduct a debriefing session with the learner at the conclusion of the role-play to discuss skills and knowledge displayed in the role-play and make suggestions for improvement, if necessary.

Participant 1 – Lisa (Assessor)

Role

You are playing the role of Lisa, a counter server at Warblers Café. This role is related to Assessment Task 2E Coaching.

Your manager is running a coaching session for you as they identified that you required coaching in multi-tasking. You agree that your efficiency needs to improve, especially in the busy period from 11 am to 3 pm, when you have a $9 lunch deal.

You have been told that your manager will teach you how to multi-task when completing these tasks properly.

Working the counter
Using the register
Serving customers
Bringing meals and beverages to the table

Instructions

The participant is to lead the coaching session in a simulated environment.
The coaching session should ideally go for 15 to 30 minutes.
Access a copy of the completed Assessment Task 2E Coaching session plan
You must follow all instructions that the participant gives you. You may question the participant if you feel the coaching session is not following procedure.
Tick off each item on the coaching session plan as you complete them.
Ask any questions of the participant if you are unsure of directions they are giving.

Learner outcomes

The learner is able to run the coaching session following the procedure outlined in Assessment Task 2E Coaching

The learner communicates effectively.
The learner interacts with the team member in a positive and professional manner.
The learner provides motivation for ‘Lisa’ to complete tasks.
Models and encourages open and supportive communication throughout coaching session.
The learner provides motivation and praise so that tasks are completed successfully.
Uses appropriate coaching techniques. For example, modelling, correction, providing feedback, etc.
The learner communicates effectively and overcomes any communication barriers, for example, misunderstanding.

Assessment Task 3B
Question and answer

Q1: What went well during the coaching session?*

Q2: Is there anything that you would change the next time you are coaching a team member?Why?*

Q3: Did ‘Lisa’ require a further coaching session? If so, what would you need to cover in that session?*

Assessment Task 3 Cover Sheet
Student declaration

To be filled out and submitted with assessment responses*

I declare that this task is all my own work and I have not cheated or plagiarised the work or colluded with any other studentsI understand that if I am found to have plagiarised, cheated or colluded, action will be taken against me according to the process explained to me.I have correctly referenced all resources and reference texts throughout these assessment tasks.

ASSESSMENT SUMMARY SHEET

After the assessment, the Assessment Summary Sheet should be signed the Assessor, Student and the Academic Manager. If a Not Competent, has been achieved then strategies to address the gaps in the performance should be have been identified and a time for reassessment organised on the attached resubmission / feedback sheet.

Student Declaration

I declare that:*

The Trainer/assessor advised me of the date and time of the assessmentThe Trainer /assessor explained appropriate evidence required to complete assessmentThe Trainer/assessor explained the purpose and the consequence of assessmentI was provided with any special needs required relating to the assessment processThe Trainer/assessor explained my rights regarding the appeals processThis assignment is my own work and that I have correctly acknowledged the work of othersThis assignment is in accordance with Gamma Education & Training guidance on good academic conduct (and how to avoid plagiarism and other assessment irregularities)

Student signature*